Vanshika Singh
Customer Success Manager – HRMS & Payroll
Hyderabad,TG
Summary
Customer Success professional with experience in implementation, product adoption, and payroll within HRMS platforms. Proven track record in onboarding SMB to Enterprise clients, driving adoption, and maintaining high CSAT (up to 95%). Skilled in payroll configuration, client relationship management, and resolving critical escalations to improve retention and reduce churn.
Overview
4
4
years of professional experience
Work History
Senior Product Adoption Specialist - Enterprise
Keka HR Technologies Pvt Ltd
04.2024 - Current
- Senior Product Adoption Specialist with strong focus on customer adoption, retention, and growth
- Maintained a high CSAT score of 95% while handling client interactions
- Reduced customer escalations by 22% through proactive issue resolution and stakeholder management
- Contributed to a 20% reduction in churn rate by improving customer experience and engagement
- Supported and mentored L1 Product Specialists on product knowledge and processes
- Handled and managed critical escalations effectively, ensuring timely resolution
- Acted as a Payroll SME for the past 6 months, improving team capability in handling payroll-related queries
- Reduced payroll query inflow by 15%, enabling better focus on critical payroll challenges
- Recognized as a Top Performer for 3 consecutive months for resolving a high volume of client queries while maintaining quality
Customer Success Manager - SMB
Keka HR Technologies Pvt Ltd
05.2023 - 04.2024
- Customer Success Manager handling SMB clients, focusing on client relationship management, retention, and growth
- Successfully managed end-to-end customer lifecycle including onboarding, adoption, and ongoing support
- Drove client retention and account growth through proactive engagement and solution-driven approach
- Received multiple client appreciations for resolving critical product and payroll-related challenges
- Acted as a trusted advisor to clients by providing best practices on HRMS and payroll processes
- Collaborated closely with product and backend teams to address client issues and improve overall experience
- Partnered with internal teams to streamline processes and improve service delivery
Implementation Consultant
Keka HR Technologies Pvt Ltd
09.2022 - 05.2023
- Implementation Consultant responsible for onboarding SMB, Mid-Market (MM), and Enterprise (ENT) clients
- Successfully onboarded the highest number of accounts, consistently meeting and exceeding targets
- Maintained a strong CSAT score of 92% during implementation and onboarding phases
- Led end-to-end implementation including requirement gathering, configuration, testing, and go-live support
- Awarded “High Flyer” for 4 consecutive months for onboarding a high volume of accounts
- Conducted product walkthroughs, training sessions, and demos to ensure smooth client adoption
- Collaborated with cross-functional teams (Product, Support, Payroll) to resolve implementation challenges
- Ensured seamless data migration and validation during onboarding
- Provided post-go-live support to ensure a smooth transition and issue resolution
- Managed multiple implementations simultaneously while maintaining quality and timelines
Education
Bachelor of Commerce - Accounting And Finance
Badruka College of Commerce And Arts
Hyderabad 04.2001 -
Skills
Customer Success & Relationship Management
Client Onboarding & Implementation (SMB, MM, Enterprise)
Payroll Processing & Compliance Expertise
Product Adoption, Retention & Growth Strategies
Stakeholder Management & Client Communication
Escalation Handling & Critical Issue Resolution
Data Analysis & Problem-Solving
Cross-functional Collaboration (Product, Support, Backend)
CSAT Improvement & Customer Experience Management
Time Management & Multi-Account Handling
Timeline
Senior Product Adoption Specialist - Enterprise
Keka HR Technologies Pvt Ltd
04.2024 - Current
Customer Success Manager - SMB
Keka HR Technologies Pvt Ltd
05.2023 - 04.2024
Implementation Consultant
Keka HR Technologies Pvt Ltd
09.2022 - 05.2023
Bachelor of Commerce - Accounting And Finance
Badruka College of Commerce And Arts
04.2001 -